FAQ's

Ordering and Payment

How do I place an order?

To place an order online simply click the “add to basket” button next to the item you wish to purchase. Once you have finished selecting your product click the ‘checkout’ button at the top of the page to proceed to the secure payment pages, where we will request delivery and billing information. We have ensured that each part of this process is as simple as possible and have provided guidance notes where required.

What methods of payment do you accept?

We are able to accept Visa, Mastercard, Maestro, Solo, Electron and American Express via our online payment page. Payments can also be accepted from Paypal via the payment page. Should you wish to pay by cheque or bacs, simply email sales@iconafurniture.co.uk to place your order. Please note that for payments by cheque and BACS we will be unable to process your order fully until the required payment has cleared with us

How safe is it to use my credit card details online?

To ensure maximum security all payments made via our website are handled by Secure Trading. Using state of the art encryption technology Secure Trading provide an incredibly advanced level of security to the sensitive information you provide to us. As our partners we are proud that Secure Trading are certified as level 1 compliant with Payment Card Industry (PCI) security standards. We know of no documented cases of credit card fraud resulting from the use of our secure shopping system.

Please note that as an added layer of security we reserve the right to ask for proof of ID, confirmation of address and/or we may carry out a credit check where necessary.

Do your prices include VAT?

All of our prices are fully inclusive of VAT at the relevant rate

Can I claim VAT relief?

Registered disabled people can claim VAT relief when they buy equipment that has been designed solely for disabled people or product which has been adapted so they can use it. VAT law states that a person must be 'chronically sick or disabled' to qualify for VAT relief. A person is 'chronically sick or disabled' if they:

• Have a physical or mental impairment that has a long-term and severe effect on their ability to carry out everyday activities

• Have a condition that doctors treat as a chronic sickness (like diabetes for example)

• Are terminally ill A person with a temporary injury like a broken leg would not qualify, nor would a frail older person who was generally able-bodied.

What products are eligible for VAT relief?

Of the thousands of products we stock only our rise and recline chairs are currently eligible for VAT relief. If you would like to purchase one of our stunning rise and recline chairs and feel that you may qualify for VAT relief please contact us on 0845 5610133 to discuss placing your order.

Can I cancel my order?

You can cancel your order at any time between the placement of the order and ten days following delivery (subject to the terms of our ten day money back guarantee) Where orders have been delivered and you wish to return some or all of the goods we will apply a £50 collection fee per order. Please note that special orders and commissioned pieces (including upholstery orders) cannot be cancelled unless we are notified within one week of order placement. The full order price will be applied thereafter.

Delivery

How much do you charge for delivery?

We offer FREE delivery to most UK mainland address’. A small surcharge of £50 per order will be applied to customers who live in the following postcodes - AB, DD, FK, PH, KY, IV, PA and KW.

Where do you deliver?

We deliver anywhere in mainland UK this excludes the Scottish offshore Islands, Scilly Isles, Northern Ireland, Eire, Channel Islands, Isle of Man, Isle of Wight and BFPO addresses. We are however, able to deliver to a nominated mainland UK address (e.g. a port).

How long will I have to wait for an order?

Delivery times vary according to the product and the manufacturer. We do, however provide approximate lead times on the individual product description pages. Should, for whatever reason we be unable to deliver your order within the quoted lead time we will advise you of this as soon as possible after your order has been processed. Please note that your order will only be despatched when every item is available and as a result the expected delivery date for your order will be that of the item with the longest lead time.

What days do you deliver?

Monday to Friday between 7am and 7pm excluding bank holidays.

Can I request a specific delivery date and time ?

Its not possible to request a specific date or time for your delivery. For example, only being able to accept delivery on Fridays or after 4pm may not be possible.

Will I need to stay at home all day to take delivery?

For smaller items delivery to you will be made via our chosen parcel carrier at any time between 7am and 7pm on the day of delivery. Where your order consists of larger or multiple items our chosen delivery partners will provide you with an am/pm booking slot.

Will you assemble my furniture?

To maintain our sensational prices we are unable to offer an assembly service on most of the items we stock. Some of the ranges we deliver are however, assembled by the supplier as part of the delivery process. Where assembly is offered this will be noted on the individual product description pages. At Icona Furniture we understand that assembling furniture can be a complicated and time consuming process. We have therefore teamed up with the Flatpack Construction Company who as our chosen assembly partners can offer you great discounts on professional assembly services.

For further information on how they may help you please view their website www.flatpackconstruction.co.uk or call them on 0845 217 7817.

Are you able to dispose of my old furniture?

We are not currently able to dispose of your old furniture. Your local council or charity maybe able to help. Should you wish to donate your old furniture to a good cause we would suggest visiting the Furniture re-use network at www.frn.org.uk where a list of organisations local to you can be found (many of whom will collect directly from you).

What happens if the item I have ordered does not fit?

Before ordering it is important that you check the dimensions quoted on the product description pages to ensure your new furniture will fit into your home. Common problems include narrow doorways, awkward staircases, sharp turns within your house and shelving. Orders which are returned due to lack of access will incur a £50 failed delivery fee.

What happens if I miss my delivery?

If your order is being delivered by our chosen parcel carriers and you are not available to receive your furniture when delivery is attempted a card will be left confirming the carrier details and asking you to contact them to agree a convenient redelivery date. Should you not respond to this card within 48 hours your order will be returned to us and a failed delivery charge of £50 will be applied. Where delivery has been pre-booked with you by our specialist home delivery partner and you are not available to receive delivery on the agreed day a failed delivery fee of £50 will be payable before we can rearrange delivery.

Warranties / guarantees

Are the products you sell covered by warranty?

All of the products we sell are covered by a full one year warranty, which guarantees the product for manufacture faults during the first year of ownership.

Can I return my goods if I am not satisfied?

In the unlikely event that you should want to return your order we offer our customers a 10 day money-back guarantee.

How do refunds work?

Where a refund is to be made it will be processed via the same method that your initial payment was made to us. Under normal circumstances refunds will be made within 30 days of the furniture arriving back with us.

Product information

Do you have a showroom?

To keep our costs as low as possible (and therefore our prices) we do not have a showroom. Should, however you have specific questions about the product on our website then please do not hesitate to contact us

Do you have catalogues?

Again to keep our costs low we do not print paper catalogues. Our extensive selection of furniture is constantly being updated by our merchandising team so you can be sure that the newest products available are here on our website. Should you have any questions about any of the furniture we sell or need any help or advice please do not hesitate to contact us

Complaints

If I have a complaint what should I do?

Your happiness is of paramount importance to us and we will not be satisfied unless you are delighted with the purchase you have made from our store. In the unlikely event that you encounter an issue or are not happy with your shopping experience with Icona Furniture please advise us at sales@iconafurniture.co.uk. We will acknowledge your query within one working day and will work to resolve it as speedily as possible. Should we be unable to resolve your complaint within one week we will provide you with weekly updates on the progress we are making.